GBS Helpdesk Agent (M/F) - French Speaker
Porto, 13, PT
há 4 dias

Purpose & Overall Relevance for the Organization :

Provide guidance on Source To Pay processes and policies, including standard helpdesk and service support activities for internal customers and suppliers and continuous improvement within Source To Pay operations.

Key Responsibilities :

  • Provide guidance for internal customers on Source To Pay processes and policies and resolve queries for internal customers and suppliers
  • Facilitate efficient use of the Source To Pay system
  • Strive for compliance to Source To Pay policies
  • Perform standard helpdesk and service support activities
  • Review queries for all relevant process areas (supplier management, invoice issues, etc.)
  • Conduct research for existing tickets
  • Resolve and send resolutions back to requester where possible or escalate tickets and inform users on lead times
  • Identify potential problems and / or delays in resolution and notify internal customer
  • Maintain workflows and close tickets once resolved
  • Resolve document queries according to agreed procedures and archive documentation
  • Drive continuous improvement in Source To Pay operations developing ideas and recommendations based on most common issues
  • Contribute ideas and actions towards the continuous improvement of indirect procurement processes based on the frequency and the type of the most common resolved issues
  • Act as single Point of Contact for supplier requests
  • Receive and documents supplier requests, assigning tickets
  • Resolve inquiries personally and send replies to supplier or escalate tickets if unable to resolve personally, informing supplier upon internal coordination and lead times
  • Maintain workflows and close tickets once resolution confirmed by supplier
  • Knowledge, Skills and Abilities :

  • Excellent communication and interpersonal skills
  • Understanding of Source To Pay processes
  • Good knowledge of compliance regulations and Source To Pay tools
  • Experiences in problem analysis & decision making, preferably in the Source To Pay context
  • Proven project management experience and knowledge of change management
  • Action oriented and solution minded team player with high degree of self-management
  • Proficiency in MS Office
  • Fluent in English and French, spoken and written
  • Fluency in other languages is considered a plus (e. g. : German, Italian, Spanish)
  • Requisite Education and Experience / Minimum Qualifications :

  • Preferably graduate with economic oriented degree
  • Minimum of 1 year of business experience, broad background across different business functions.
  • Experience in helpdesk activities would be considered an asset.
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